Job Title: Associate IT Operations Analyst (3rd Shift)
Location(s): Austin, TX
Epicor is one of the world’s leading software companies, with more than 20,000 customers in over 150 countries using our products to effectively and efficiently automate and streamline their essential business functions. With industry specific solutions for the manufacturing, distribution, retail and service industries, Epicor products allow our customers to focus on core, revenue generating activities. Epicor is privately owned by KKR & Co. and produces approximately $900M in annual revenue with around 4,000 employees.
Epicor Software is looking for a candidate to join our IT team as a Network Operations Analyst, on our 3rd shift (over night). This role will assist and provide first escalation support in the monitoring, troubleshooting, and support of various Windows (primary) and Linux operating systems, network, storage, databases, utilities, system tools and the hardware on which they reside. Other duties include ongoing maintenance and operation of the data center, server installations, and assisting with logging and documentation of equipment and processes. The candidate would belong to a team of dedicated high-achievers committed to the success of Epicor.
Conduct systems support activities, such as network and server monitoring, troubleshooting, escalation and resolution
Perform routine monitoring, administration, repair and maintenance of the products within the managed environments
Provide correct routing and escalation when situations require
Communicate status of issues with responsible parties and NOC Management in writing and verbally
Modify, maintain and update software, such as firmware, drivers, anti-virus and Windows Service Pack updates, performed through a practice of Change Management, Configuration Management and Release Management
Maintain Service Delivery to meet customer Service Level requirements which includes Disaster Recovery and Business Continuity planning, data security and recovery, and Production level policies and procedures
Assist in research/testing/implementation of Monitoring tools
Prepare and conduct system and programming tests requiring interfacing of hardware and software
Create and update existing documentation of processes and procedures in support of administration tasks
Participate in capacity management, expansion and growth planning
Assist management with development and maintenance of NOC procedures
Execute daily NOC operations, escalations, ticketing and communications with customers
Contribute to a positive and cohesive team
Responsible for ensuring that all security, availability, confidentiality and privacy policies and controls are adhered to
Ensure proper transition during shift changes
Documentation and attention to detail is a must
- Availability for a 3rd shift (overnight)
- Previous IT and Customer Service experience is a plus
- Ability to work on problems of moderate scope, where analysis of situation requires a review of identifiable factors
- Must be able to exercise judgment within defined procedures to determine appropriate action
- Must have strong organizational and multi-tasking skills to prioritize workload in a fast paced environment
- Must work effectively within a team environment
- Availability to work a rotation of on-call and shift work as needed
- Experience with Service Now
- Experience with VMware, vCenter
- Experience with SolarWinds, Orion
- Experience with Nagios Server Monitoring
- Experience with AppDynamics Application Monitoring
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Epicor Software Corporation is proud to be an equal opportunity/affirmative action employer.
Requisition Number: 19001044
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